Data Sheet

Help@Work: Help is a Tap Away
Ivanti products maximize choice for users and peaceof mind for IT. In the Everywhere Workplace, users
and helpdesk staff need better ways to communicate
when problems arise on mobile devices. Trying toresolve iOS and Android device issues over the phone
can be frustrating and time consuming. The standard
helpdesk call leaves with both parties wishing they
could just share what they’re seeing on the screen.
That wish has come true with Help@Work, where help
is just a tap away.

Help@Work for iOS
Help@Work is a fully customizable app for iOS. It’s
rich in experience and simple in implementation.
Unlike other helpdesk tools, Help@Work enables
screen sharing of the entire device. Screen sharing
sessions can take place over the WAN, Wi-Fi andcellular, inside and outside the network. Choose yourlevel of customization, from simple text and logo
updates to changing the look and feel of the end-toend customer experience. It’s simple to customize

With Help@Work, Ivanti revolutionizes the helpdesk

via HTML with no specialized UI knowledge. ITexperience for iOS and Android devices. Users canadministrators can distribute Help@Work in a few

share their screen with helpdesk staff with a single

simple steps.

tap. No more trying to describe (and decipher) theissue. It couldn’t be clearer.

ivanti.com

The challenge

Using Help@Work for iOS in four simple steps

Improve the helpdesk experience for iOS andStep1:

Android phones and tablets.

Solution
Help@Work, a custom app that together with
Ivanti UEM enables:■ Users to request help with a tap.
■ Helpdesk staff to remotely view a user’s

iOS or Android device screen withpermission.

Benefits■ Easy to set up and use.
■ Works anywhere: over WAN, Wi-Fi,

cellular, inside and outside of network.
■ With the customized contact page for

To get help with an iOS device issue, the user taps on
the Help@Work icon on their device, which opens thelogo and colors.
■ Point and click remote control forAndroid.
■ Administrators can fully control theAndroid device remotely from theirdesktops.

hand. The remote control session displays on theadministrator’s desktop, enabling point-and-clicknavigation of the device.

helpdesk contact page.

Using Help@Work for Android in four simple steps

Step 2:

Step 1:This tap opens the helpdesk contact page with

To get help with an Android device issue, the user

preloaded contact information, enabling the user tocontacts the helpdesk team.

begin a conversation.

Step 2:

Step 3:

The administrator selects the user’s device in theIf need be, the helpdesk agent sends a request for aadmin portal. Ivanti UEM will automatically contact thescreen sharing session. The user can tap to accept.

TeamViewer server to create a remote session andStep 4:

retrieve a session ID.

The helpdesk agent and the user now see the same

Step 3:screen, allowing the helpdesk agent to see theIvanti UEM sends a command to the Ivanti Mobile@problem and help deliver a clear, efficient resolution.

Work or Ivanti Go client on the user’s device to startiOS, companies can customize thehelpdesk Contact Page with their brand,troubleshoot issues without having the devices ina remote session using the session ID. Ivanti UEM

Help@Work for Android

also launches the TeamViewer software on theadministrator’s desktop with the session ID. TheHelp@Work for Android with TeamViewer is an

Mobile@Work or Ivanti Go client sends a message

integration that enables administrators to get full(intent message object) containing the session ID toremote control access to supported Android devices

the TeamViewer app to start a remote session. User ismanaged by Ivanti UEM. Remote control can happen

asked to approve the remote control session.

over WAN, Wi-Fi or cellular, inside and outside thenetwork.

Step 4:
TeamViewer app connects to the TeamViewer server,

If users want help with their device, they can contact

and the administrator takes remote control of thetheir helpdesk and the helpdesk team can initiate adevice.

remote control session from the Admin Portal. The
administrators can configure Android devices andHelp@Work: Help is a Tap Away | Data Sheet2

Unlocking user andHelpdesk communication

About Ivanti

Ivanti’s vision is to unlock human potential in thethe Everywhere Workplace, employees use myriad

enterprise. Help@Work optimizes communication anddevices to access IT networks, applications and data

facilitates simple, efficient and effective resolution ofto stay productive as they work from anywhere. The

iOS and Android device issues.

Ivanti automation platform connects the company’sIvanti makes the Everywhere Workplace possible. In

industry-leading unified endpoint management, zerotrust security and enterprise service management
solutions, providing a single pane of glass forenterprises to self-heal and self-secure devices, andself-service end users. More than 40,000 customers,
including 78 of the Fortune 100, have chosen Ivanti todiscover, manage, secure and service their IT assets
from cloud to edge, and deliver excellent end user
experiences for employees, wherever and however
they work. For more information, visit www.ivanti.com

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